GoToAssist Software


 

GoToAssist by Citrix is a comprehensive cloud-based remote support, service desk and mobile device support solution. It’s designed to intelligently route service requests and automatically prioritize them based on the service department’s own parameters.

GoToAssist includes a comprehensive ticketing and incident management system that minimizes repetitive form filling. It allows for the creation of custom task macros, which can automate many commonly repeated tasks. Agents and customers can add formatting to service requests and attach supplemental documents to help clarify the request. This system also features an intelligent incident management system that’s able to detect recurring issues and suggest the best ways to address them.

GoToAssist includes a full-featured knowledge management center. In addition to making the information service desk operators need to close tickets close at hand, it can also be used as the core of a customer-facing self-service resource channel.

 

GoToAssist - Remote support
 
  • GoToAssist - Remote support
    Remote support
  • GoToAssist - Live support
    Live support
  • GoToAssist - Support
    Support
  • GoToAssist - Invite customer
    Invite customer
  • GoToAssist - Organize machines
    Organize machines
  • GoToAssist - Inventory
    Inventory
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8

22 Reviews of GoToAssist

 

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Software Advice Reviews (6)
More Reviews (16)

Showing 1-6 of 6

Luke from Coe Construction
Specialty: Manufacturing
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Awesome way to remote desktop

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Used for IT mostly, and some meetings. The interface is great, and the warning popup helps know what's going on. The built in the chat window is fantastic.

Cons

Had it set to open on startup, and has crashed the machine a few times, but I believe that was due to the age of my computer at the time. I've also had it give me pop-up notifications that were annoying.

 
 

Gregory from Gregory G Miller Photography
Specialty: Other
Number of employees: 1 employee Employees number: 1 employee

March 2017

March 2017

Disappearing password file??

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I can only relay on my experience. I had gotoassist clean up my computer. In the process a text file of all my logins and passwords disappeared. Fortunately the passwords were encrypted and there was a backup on a separate drive, but it begged the question why did that particular file disappear. In a follow up conversation with the company supervisor he tried to tell me the text file never existed. I've referenced that file for over 10 years. I have no idea how he would come to that conclusion. I'm now changing all my logins and passwords.

 
 

Miguel from Arroyo Vista
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2017

February 2017

IT Tools made easy with GoToAssist

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

GoToAssist is a solid product. It can't get any easier when remotely providing support. Being a user for 2 years, I sometimes take for granted how much easier it's gotten. We use to use VNC, Teamviewer and Join.me, however, started having issues when a product marked as Free then was no longer free, or how another product is just not safe to have in your network. With GoToAssist you get the ease of use for both the person providing support and the person receiving support. Although it's not free if you are a Non-Profit there are ways to significantly reduce the price by half on a yearly subscription.

Pros

Ease of Use
Intuitive
Offers other built-in tools

Cons

Retail Price a little high compared to other free products

 
 

Gary from Codding Consulting
Specialty: Software / IT

August 2016

August 2016

GoToAssist

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Easy to use and easy to connect to friends I help with their issues. I have a few older folk who own computers but aren't too savvy and it is easy to get them to download the file and run the GoToAssist setup.

Likes Least

Need to be able to get it consistently on a need to use basis, I don't charge a lot of the people and a subscription is daunting. I don't seem to be able to pay a one-time fee anymore.

Recommendations

None, I have never used any other applications for remote connection.

 
 

Zachary from ARHD
Specialty: Software / IT

August 2016

August 2016

fantastic remote software

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

easy to use, easy to deploy onto end user machines who don't already have the software. relatively easy to learn and explain to end users.

Likes Least

doesn't quite have the features or power of bomgar client, and bomgar is a bit easier to get connected to end user machines

Recommendations

check everything out, pcanywhere, go to assist, bomgar, kaseya - most have similar features but it comes down to ease of deployment in the environment if it's on managed services machines kaseya or bomgar are your choice, and if it's on random on non managed machines then bomgar and gotoassist may be your preferred remote assistance software.

 
 

Karrie from Eco-IT Networking, Inc.
Specialty: Software / IT

February 2015

February 2015

GoToAssist convenient for connecting to users, and servers.

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I've used this product working at many companies. It's a quick time-saving way to connect to customers computers and resolve issues quickly. You can have a list of customers if you need to reconnect or use only a one-time connection with no saved option to reconnect. I can take care of more issues using this tool than any other remote connection tool.

I like the one time use of the product or saving connections to use in the future.

Likes Least

Pricing is what I like least about GoToAssist. That is the only thing I like least about this product. Everything else about this product works great and I've never had problems or confusion from customers connecting to the product.

Recommendations

Weigh the cost of the product versus benefit to customers and volume of calls. As you always want to keep your cost low. Although this is a great product, cost can be high. Really try to work out a good deal with the vendor.

 
 
 
Showing 1-16 of 16

Jacob from Sterling Services
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

GoToAssist allows me to remotely provide support in an easy and effective way.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

GoToAssist allows me to remotely provide support anytime from almost anywhere. It has been a lifesaver at times when I'm not on site but support is needed.

Pros

I love that I can provide support using GoToAssist from my phone, tablet, and PC. There are times when I only have my phone on me and through their mobile app I can still get work done when needed.

Cons

I wish I could be logged in from two devices at once with my same login. It hasn't been a huge deal though.

Source: Capterra
 

Joe from Scanco
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Simple, Easy-To-Use Remote Support Tool. No Bloat, No Problems.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Remote support at a decent price per support agent, an easy-to-use tool, with some customizable options, but definitely some things missing that can be improved on. No bloat at all, the servie runs nicely on the remote user's PC or Mac, and I'm easily able to support and help the user with their problem. The product doesn't get in the way, and that's the best part.

Pros

There are many remote support tools, but GoToAssist is the simplest of all the tools. There's no bloatware, like other 'team viewing' software, there's just a simple installer for both agent and user. The usability makes it something that I can use every single day, as well as all of my team too. I've never had a disconnection based on the software, only on the user's connection speed being an issue. The best part is that it's almost completely seamless with yoursupport business.

Cons

It may sound silly, but I'd like a way to keybind an F-key or something to a "Start Support Session", and having the support URL saved to my clipboard automatically when a new session is started. It's the little things, but there's not much to complain about with GoToAssist.

Source: Capterra
 

Ezra from Enelsonrecovery@gmail.com

August 2017

August 2017

Works awesome

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The desktop app works great. Easy to install remote client and sending emails is easy. Easy to connect as well

Cons

Sometimes some confusion when try to launch the application on the user end, and misses some features of teamviewer.

Source: Capterra
 

Ezra from Bhhs

June 2017

June 2017

Great remote software

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

It is very easy to use, and is super simple to connect clients. All you have to do is direct them to a website.

Cons

I like TeamViewers features, because it allows you to do way more. And also the unattended support doesn't always update the PC names.

Source: Capterra
 

David from Center for Developmentally Disabled

May 2017

May 2017

Could use some better management tools

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like the ease and small space the program actually takes up, the ability to lock computers and naming of computers.

Cons

I would like to have the ability to be able to stop the users keyboard and mouse and policies to where I can stop people from exiting out of the program.

Source: Capterra
 

Ken from SeaGrass Information Systems Inc.

February 2017

February 2017

GoToAssist Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We've been using GoToAssist for a few years and it has met our remote support requirements very well. Ease of use at the remote end is appreciated since many clients aren't overly technical.
We are confident, with regular updates & enhancements, GoToAssist will continue to serve us well!

Source: Capterra
 

Jesus from LeEco

February 2017

February 2017

Excellent way of tracking performance!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I love the ability to run reports and keep track of what the team is doing!
The system is easy to use for our employees to submit requests.

Source: Capterra
 

Dana from LeEco

February 2017

February 2017

Great product

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

Very easy to use and very rarely have any issues or bugs with the system. Would definitely recommend.

Source: Capterra
 

Kohlton from LeEco

February 2017

February 2017

Great Remote Support and Ticketing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use GoToAssist for both ticketing and remote support. Compared to other products I have used it is comparable or slightly better. Ticketing system work great, and has less issues than others I have used. The remote support agent has been phenomenal, with the exception or multiple monitor 1080/4k setups.

Source: Capterra
 

SHERRI from Children's Trove Consignment
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

CITRIX GO TO ASSIST

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have been using this product for about a year. When it works it is very user-friendly and we use it many times a week, sometimes daily. I use the product to connect to my retail store and office computer from my laptop when traveling and/or away from the business. It tends to lose its connection for no particular reason, not often but seemingly at the worst time. I would recommend it regardless of this issue - it is a bit pricey for 1 PC connection

Pros

Easy to use and navigate - immediate connections with a click - ability to transfer files

Cons

Connection fails sometimes - pricey

Advice to Others

Set the price for people like me who are hooking into multiple networks - address connectivity issues.

Source: Capterra
 

Serge from IMS
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Amazing for remote support. Could not support my customer without this

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We had been GotoMeeting for many years for support (we still do for sales) but then we were introduced to GoToAssist which is such a better product for remote support. It requires no intervention from the end user (besides clicking a link); then if the computer is rebooted, the connection remains active (that's amazing).
It is fast, effective and very stable!

Pros

Stable. Remains connected after reboot!

Source: Capterra
 

Aaron from Alameda County Behavioral Health Care Service Information Systems

October 2016

October 2016

My review for go to assist.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Citrix GoToAssist (GTA) is a great tool when it was available. It was a great tool to use in regards to working with community based organizations that were not in our network.

Pros

Ease of use

Cons

Lack of support

Source: Capterra
 

Jeremy from J.D. Beyer Photography

October 2016

October 2016

One of the best

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Citrix has a whole suite of products that are some of the best on the market. I use gotoassist to help keep my moms computer up and running whenever their is issues along with being able to assist my staff with issues

Source: Capterra
 

Ray from University of Miami - Athletics
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2016

October 2016

University of Miami - IT MGR - Athletics

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It easy to use if offer a website for users to connect easily, your can also email links and a key. I use this daily and have never had and issue. Besides supporting others, I have my computers setup for easy Unattend remote accsess.

Pros

You can be up and running in less than 5 mins. You can setup unattend remote support to rub as a service.

Cons

I've been using for about 2 years and haven't found any cons.

Advice to Others

If you looking for a Remote Desktop support, sign up for the trial you won't be disappointed

Source: Capterra
 

Graham from mindIT
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2015

September 2015

GoToAssist

Ease-of-use

Product Quality

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value

I used GoToAssist for about 5 years. It was a good product and I never had any trouble with it. Getting users to connect was never a very difficult process.

Pros

Reliable connection. Great screen compression technology -- very quick response.

Cons

"fastsupport.com" was hard to understand over the phone. :) The cost is a little high compared to a few other options on the market.

Source: GetApp
 

James from CELCAT
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2016

February 2016

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp